Re: [otrs] Byte order is not compatible at ..\..\lib\Storable.pm
Hi Hugh, I believe you can change the default screen with Frontend::CommonParam###Action. Best regards, mg Am 29.09.10 10:55, schrieb Hugh Kelley: There is only one machine in use here. I will assume now that the large attachment is just a coincidence. Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff. While I find the root cause, is there an easy way to change the default screen globally? On 9/29/10, Martin Gruner martin.gru...@otrs.com wrote: Hi Hugh, do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away. I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case). Thanks a lot! Regards, mg Am 28.09.10 21:21, schrieb Hugh Kelley: A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these Byte order is not compatible at ..\..\lib\Storable.pm messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard Strangely, I can navigate directly to the attachment via customer and agent interfaces and see the ticket and the attachment in the article. Has anyone seen this before? *** 'C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl' log message at: 2010/09/28 18:35:27 PerlEx: Executing script: C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl Precompiler: Execute called for file [C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Precompiler: Checking for existence of C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl in Cache Precompiler: Script C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl is compiled and 848207 minutes old. Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Params:[] Precompiler: Execute Error: Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl http://index.pl] Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Params[] Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al http://thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Execute returned: -1 The only related looking message I see in the OTRS log is: [Tue Sep 28 18:43:49 2010][Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][68] Need Content! - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Byte order is not compatible at ..\..\lib\Storable.pm
Hi Hugh, it could be many different things which are cached. You can try to get a backtrace to see where exactly the error occurred. Is this on beta4? Errors of this kind (byte order not compatible) should not occur any more (possibly only with old caching data). Regards, mg Am 29.09.10 13:08, schrieb Hugh Kelley: I think this was related to a change in the number of CPUs on my virtual machine. I had reduced my VM to one CPU (but of the same type) so as to simplify the configuration and address the time zone drift issue I am seeing (another thread). After running the bin\otrs.DeleteCache.pl script it seems to be working now. Interestingly, the symptom when I ran the test again was not a dashboard failure. It was a pull-down hang on the owner list. The PerlEx logs showed the same symptoms. What exactly is cached server-side, and where is it? Precompiler: Executing Package:[PerlEx::Precompiler::c_::otrs::otrs2d3_0_0::bin::cgi2dbin::index_pl] Filename:[C:\OTRS\otrs-3.0.0\bin\cgi-bin\index.pl] Params:[ChallengeToken=e988b51bcfa173cd620acc6f205e563b;FormID=1285757724.4196353.36981201;ExpandCustomerName=0;OwnerAll=1;ResponsibleAll=;PreSelectedCustomerUser=;SelectedCustomerUser=alan.veale;TicketID=;Dest=6||MTRL Support (Desktop);To= XX ;Cc=;Bcc=;NewUserID=;Subject=;Body=;Signature=;AttachmentUpload=0;CustomerID=X;NextStateID=4;Day=30;Month=09;Year=2010;=;Hour=11;Minute=55;PriorityID=3;TicketFreeKey1=CostCenter;TicketFreeText1=;TicketFreeKey2=Category;TicketFreeText2=;TicketFreeKey3=ExternalTicketRef;TicketFreeText3=;TimeUnits=;Action=AgentTicketEmail;Subaction=AJAXUpdate;ElementChanged=OwnerAll;] . . . Byte order is not compatible at ..\..\lib\Storable.pm (autosplit into ..\..\lib\auto\Storable\thaw.al) line 415, at ../..//Kernel/System/Cache/FileStorable.pm line 128 PerlEx: Execute returned: -1 On Wed, Sep 29, 2010 at 4:58 AM, Hugh Kelley hugh.kel...@gmail.com wrote: I forgot to mention that I did run the delete cache script yesterday, no effect. I only assumed this was cache-related because of the text in the PerlEx error. Apparently that is incorrect. Regards, Hugh On 9/29/10, Hugh Kelley hugh.kel...@gmail.com wrote: There is only one machine in use here. I will assume now that the large attachment is just a coincidence. Whatever the issue is, it seems to have affected /crippled the dashboard view for many, but not all, staff. While I find the root cause, is there an easy way to change the default screen globally? On 9/29/10, Martin Gruner martin.gru...@otrs.com wrote: Hi Hugh, do you have different machines runnint OTRS sharing some data? That's what the byte order message would indicate. However, we fixed the problem by generating architecture-independent cache files (in beta3 or 4, not sure right now). Please run bin/otrs.DeleteCache.pl to clean up the old caches once, then the error should go away. I don't see how this could be caused just by a large image being put into a ticket. Further details will be most appreciated, esp. if you can tell us how to reproduce this with beta4 (please file a bug in this case). Thanks a lot! Regards, mg Am 28.09.10 21:21, schrieb Hugh Kelley: A user sent a large screenshot into OTRS today (3.0 Beta 3) and it seems (based on the coincidental timing) to have caused an issue with the dashboard. I now get these Byte order is not compatible at ..\..\lib\Storable.pm messages in the PerlEx logs (see further down). The web server just returns a 500 error when I request /otrs/index.pl?Action=AgentDashboard http://index.pl?Action=AgentDashboard Strangely, I can navigate directly to the attachment via customer and -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Pasting Images in Ticket Replies
I guess this would be an OTRS bug. Can you file a report please? Regards, mg Am 29.09.10 13:51, schrieb Hugh Kelley: When I reply to a ticket via Firefox, I seem to be able to paste images in the body of the message. Under IE, this does not work. Is this an OTRS feature or some FF add-on that is enabling it? I assume it is within OTRS since the tool knows to upload the image to the /otrs/index.pl?Action=PictureUpload http://index.pl?Action=PictureUpload handle (which makes it an attachment of the article). Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Non-updating Free Text?
Hi Hugh, yes, that is fixed in CVS. Beta5 will work again. Regards, mg Am 29.09.10 17:35, schrieb Hugh Kelley: Running Beta 4, has anyone noticed that typed-in free text boxes don't update the ticket? Required pull-downs work fine. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Ticket Creation from SMS
Is it possible to create a ticket from SMS? e.g. Someone SMS to a particular number and then a ticket should be created based on that. Replied to customer on mail/sms. Tracking can be from OTRS. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Ticket Creation from SMS
Is it possible to create a ticket from SMS? e.g. Someone SMS to a particular number and then a ticket should be created based on that. Replied to customer on mail/sms. Tracking can be from OTRS. Hi, creating a ticket by a received sms is not a big task. You can use e.g. SMS Tools 3 (http://smstools3.kekekasvi.com/) for receiving sms and trigger a script for each received sms. The script can create tickets via the soap interface. hth, Roy - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Multiple Dashboards
Hi all, I was wondering if it was possible to have multiple dashboard views in OTRS. I have created a queue called 'projects' and I don't necessarily want to see this on my main dashboard, is there a way to have maybe a separate dashboard for those? Or removing them from the main dashboard? Thanks for your help in advance. Rosanna - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Queues and Email Filtering
Could I filter the incoming emails and drop them into specific queues based on text in the subject? --- CONFIDENTIALITY WARNING: This email may contain privileged or confidential information and is for the sole use of the intended recipients. Unauthorized disclosure or use of this communication is prohibited. If you believe that you have received this email in error, please notify the sender immediately and delete it from your system. EXPORT WARNING: These commodities, technical data or software may be subject to the export control of either the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR) and may not be exported without the authorization of either the Department of State or the Department of Commerce prior to export. Export includes disclosure and or access to Commodities, technical data or software by foreign nationals whether located in the United States or Abroad. This requirement applies equally to foreign national employees of U.S. Companies and their foreign subsidiaries. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Survey body should come in HTML
Hello, The Notification body of Survey is coming in Plain text instead of HTML, How to convert it into HTML..? Thanks.. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Prevent User ID 1 / root from Owning tickets
We have a relatively open permission model for our tickets. Most agents can add notes or replies without owning the ticket. As a result, some tickets go all the way to resolution without having the ID changed. This means that some get closed with the root user (#1) as the owner. Is there a way to force this ID to be changed to a valid user within the UI? Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Possible Issues with Red Hat Enterprise Linux
We’re running OTRS on Red Hat Enterprise Linux and this week PDF production suddenly stopped working. This may be due to local configuration, but in case others are experiencing it thought I’d better log it with the OTRS mailing list. Aside from the PDF failing, $OTRS_HOME/bin/otrs.checkModules also reported that CGI was out-of-date, SOAP::Lite wasn’t present and gave null string errors on some of the modules. This was completely clean last week! We traced it back to the automated (yum) updates, which had overwritten certain Perl modules, breaking Compress:Zlib and Scalar::Util You can test for the latter by running perl -MScalar::Util=dualvar -e 1 This should return no errors; you’ve got the problem if you get a message saying dualvar isn’t supported. The Compress::Zlib one breaks CPAN which makes it rather hard to fix things! The error is an undefined subroutine for compress::Zlib::gzopen. We worked around the issue by downloading IO-Compress-2.030 from CPAN and compiling it (and any pre-requisites) by hand. This fixed CPAN so we could do a force install on Scalar::Util, CGI and SOAP::Lite to get everything else working, after reloading Apache. $OTRS_HOME/bin/otrs.checkModules can be used to check all is well again. I’ve added the line; exclude=*perl* to /etc/yum.conf which hopefully will stop it doing this again, although it obviously means we’ll have to do Perl upgrades by hand when needed… Be interested to hear if others have had this experience! -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Search templates in Beta 4
I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click Create New 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Statistics
Hi, i have all the modules ITSM installed and in a statistical i want to see how ticket escalated this month but do not understand well as any aid is grateful. Julio Cesar Angulo Quiroz Telf.: 997066155 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Search templates in Beta 4
Hi Hugh, maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 -Martin (http://edenhofer.de/) On 01.10.2010, at 19:10, Hugh Kelley wrote: I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click Create New 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Search templates in Beta 4
Yes, that helps, though the behavior is still not quite what I would have expected. I've made a reply in the bug thread. Hugh On Fri, Oct 1, 2010 at 2:50 PM, Martin Edenhofer mar...@edenhofer.dewrote: Hi Hugh, maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 -Martin (http://edenhofer.de/) On 01.10.2010, at 19:10, Hugh Kelley wrote: I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click Create New 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Search templates in Beta 4
Great! If you have improvements for the flow how it use templates, just feel free to discuss. :) -Martin (http://edenhofer.de/) On 01.10.2010, at 21:15, Hugh Kelley wrote: Yes, that helps, though the behavior is still not quite what I would have expected. I've made a reply in the bug thread. Hugh On Fri, Oct 1, 2010 at 2:50 PM, Martin Edenhofer mar...@edenhofer.de wrote: Hi Hugh, maybe this helps: http://bugs.otrs.org/show_bug.cgi?id=6019 -Martin (http://edenhofer.de/) On 01.10.2010, at 19:10, Hugh Kelley wrote: I'm not sure if this a bug or user error, but I can't get a search template to save its fields. My steps: 1) Click the search button 2) Click Create New 3) Type in a template name 4) Add two filter criteria; owner and state, for example 5) Hit Create New Template 6) Run search, results are returned. 7) Click the search button again, the template is there but the fields/attributes are gone. Hugh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
